Premium Experience – Terms and Conditions

Company Name: HBI Commerce LTD – C/O Tmf Group

Address : C/O TMF Group, 13th Floor, OneAngel Court, London, EC2R 7HJ, United Kingdom

Email :webservice@vidaxl.co.uk

Website: www.vidaxl.co.uk

Service Covered: Prompt dispatch of your order and priority handling of customer service requests

Purchase Date: Refer to the invoice

Warranty Price: 3 GBP

Service Duration:

Dispatch Priority: From the date of subscription when placing your order until the complete dispatch of your order

Priority Customer Service: Until the statutory product guarantee expires

Purpose of the Service:

This Service is offered by vidaXL as a complement to the statutory consumer rights under UK law. It ensures that ordered products are prioritised for dispatch—guaranteeing dispatch within 1 working day from the order date—and that requests to customer service are given priority handling.

TERMS OF PERFORMANCE:

1.Service Benefits:

1.1 Priority Dispatch Handling :

• 1.1.1 Your order will receive priority handling, ensuring it is processed and handed over to the carrier without delay.
• 1.1.2 Your order will be placed at the top of the fulfilment queue to help avoid delays, particularly during peak periods or operational disruptions.

1.2 Failure to Meet Dispatch Guarantee:

• 1.2.1 If we do not meet our commitment to dispatch your order within 1 working day, we will compensate you with a voucher worth 150% of the Premium Experience service price paid.
• 1.2.2 For orders with multiple items, if only some items are delayed, the voucher value will be calculated on a pro-rata basis, reflecting the value of the delayed items compared to the total order.

1.3 Priority Customer Service Handling :

• 1.3.1 Customer service requests will be handled within 12 hours, provided the customer:
  • Contacts us using the same email address associated with the order;
  • Clearly provides the order number in the first message.
• 1.3.2 If the order number is missing or the message is sent from a different email address, the standard 24-hour response time will apply to the initial message. Priority handling will resume once Premium Experience eligibility is confirmed.

2. Exclusions :

• 2.1 This service does not cover the products themselves (i.e., repair, replacement, or refund), but only the enhanced processing and customer service features described above.

3. Price :

• 3.1 The Premium Experience service is priced at 3 GBP per order.

4. Service Duration :

• 4.1 For dispatch priority: The service is valid from the date the order is placed until all items have been dispatched or a dispatch service refund is issued.
• 4.2 For customer service priority: The service remains valid until the expiry of the statutory guarantee for the relevant product(s).

5. Right to Cancel – Digital and Priority Services :

• 5.1 Under the Consumer Contracts Regulations 2013, UK consumers have the right to cancel online purchases within 14 days.
• 5.2 If you cancel your entire order, you will also receive a refund for the Premium Experience service, provided that the dispatch service has not yet been fully performed (i.e., the order has not been dispatched).

6. Reminder of Statutory Warranties :

• 6.1. The Premium Experience service does not affect your statutory rights. vidaXL remains fully bound by UK consumer protection laws.

6.2. Legal Warranty (Consumer Rights Act 2015):

• 6.2.1. Consumers have a right to claim defects within six years from the delivery of the goods.
• 6.2.2. During the first six months from delivery, any defect is presumed to have existed at the time of delivery unless the seller proves otherwise.
• 6.2.3. Consumers can request repair or replacement of defective goods. If these remedies are not possible or reasonable, they may seek a price reduction or contract cancellation.

6.3. Warranty Against Hidden Defects :

Consumers can claim hidden defects within the statutory period, with the right to cancel the sale or seek a reduction in the sale price.

Additional Information :

This service is valid for orders delivered to the United Kingdom only.

These Terms and Conditions are governed by English law.